[Hiring] Director of Payroll Customer Services @Remote

Role Description

The Director of Global Payroll Customer Services will oversee the global payroll services team and lead the development and delivery of world-class support and customer service for both internal teams and external customers.

• Collaborate closely with Payroll Operations, Compliance, Implementation, Legal, and Tax teams to ensure a seamless, end-to-end payroll services process.
• Deliver high-quality, compliant, and efficient payroll services across all regions.
• Define and execute the overarching strategy for the services vertical.
• Develop a scalable team to support business growth.
• Enhance service offerings to meet evolving client needs.

Qualifications

• Proven leadership in managing and scaling service operations, ideally in payroll or HR.
• Track record of implementing strategies that enhance customer experience.
• Experience in a global, remote-first organization is preferred.
• Strong analytical mindset with the ability to use data to drive decisions.
• Exceptional interpersonal skills to influence stakeholders globally.
• Fluent in English.
• Knowledge of relevant software systems and tools used in customer service management.
• Experience working remotely is considered a plus.

Requirements

• Define and execute the global strategic vision for the Payroll Client service experience.
• Design and lead a high-performance, 24/7 service model that exceeds SLAs and critical KPIs.
• Act as a thought leader within the organization, driving innovation and best-in-class service delivery.
• Foster strong cross-functional collaboration with various internal teams.
• Maximize operational efficiency by automating manual touchpoints.
• Partner with Product and Engineering to translate customer friction into product requirements.
• Lead and scale a global management team through proactive coaching and mentorship.
• Manage complex customer escalations and perform deep-dive root cause analysis.
• Serve as a partner for Sales and Customer Experience, providing expert-level payroll collateral.

Benefits

• Work from anywhere.
• Flexible paid time off.
• Flexible working hours (asynchronous work).
• 16 weeks paid parental leave.
• Mental health support services.
• Stock options.
• Learning budget.
• Home office budget & IT equipment.
• Budget for local in-person social events or co-working spaces.